Skip to Main Content

Customer Success Operations Manager

Specialty Networks Cleveland, OH

  • Posted: over a month ago
  • Full-Time
  • Benefits: 401k, dental, life insurance, medical, vision
Job Description

Specialty Networks, LLC brings together the functional expertise of UroGPO, PPS Analytics, Specialty Networks Consulting, and UroMSO to deliver innovative and meaningful solutions for the independent Urology community. The goals of Specialty Networks are to make significant positive impact on in-practice operational efficiencies, track how patients are treated clinically, and bridge the gap between industry and the urology community. Specialty Networks is continually exploring innovative ways to unite community urology practices toward one strong voice operationally, financially, clinically, and technologically. Specialty Networks is actively engaged in expanding operations beyond urology to other medical specialties including gastro-enterology, neurology, rheumatology and ophthalmology.

UroGPO (www.urogpo.us.com) is the preeminent urology specific Group Purchasing and Service Organization, comprised of more than 650 of the largest, most progressive independent urology practices in the country. The UroGPO membership footprint spans 49 states and includes more than 3,700 urologists. 

PPS Analytics (www.ppsanalytics.com) is a data analytics business that provides actionable clinical and business intelligence to both medical practices and industry. Specialty Networks Consulting and UroMSO provide market intelligence and operational consulting as well as back-office support services to urology practices and industry partners.

Specialty Networks is a dynamic, high-growth company with a strong entrepreneurial culture and an exceptional history of creating valuable solutions for customers, growth opportunities for employees, and value for shareholders. The company headquarters is in Cleveland, Ohio with remote employees working in approximately 15 states.

 

The Operations Manager will manage all aspects of assigned client projects including planning, timing, and execution within the constraints of a budget, schedule and scope while minimizing risk and adhering to established processes and methodologies.  The Operations Manager is responsible for customer care, growth and ongoing development of customer base.

Responsibilities

· Manage growing practice customer base including prospecting and onboarding/implementation

· Manage assigned customer relations and communication ensuring customer/user satisfaction and engagement

· Develop and manage referrals

· Work closely with Customer Success Manager where customers overlap and increased communication is required for the best customer experience and 360 customer care for all customers is assured

· Drive software solution adoption and customer outcomes, using data insights, consultative methodologies, best practices, peer-grouping, benchmarking, etc. – for new and up sale customer opportunities

· Manage customer issues and re-question resolution as well as managing customer retention and renewals

· Conduct regular business reviews (monthly, quarterly, and/or annually)

· Identify cross-/up-sell opportunities

· Document and implement SOPs (playbooks, workflows, collaterals, etc.)

· Support and manage PPS responsibilities for UroGPO / SN educational programs (Champs, Nurse Navigator, Pathway Adherence, etc.) and events

· Create and co-manage with Customer Success Manager the Professional Services Portfolio (Clinical Analyst outsourcing services, practice optimization, EMR workflow optimization, UroMSO portfolio offerings, change and stakeholder management, chart reviews and synthesis, etc.)

· Support Product Management including conduct product demos, capture and synthesize all user and stakeholder feedback, provide input and recommendations to Senior Leadership Team for defining product roadmap, help create awareness of new features and functionality and drive adoption across customer base

Education / Experience

· Bachelor of Science or Arts degree

· 5-7 years of experience in healthcare analytics, technology and services provider organizations

· Project management and staff management experience preferred

Skills / Abilities

· Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of various diverse scope in a cross-functional environment

· Strong analytical, conceptual, and problem-solving skills

· Ability to communicate effectively both orally and in writing; ability to communicate with customers, associates, and management

· Ability to work across multi-disciplinary work teams to learn and apply new skills and techniques to respond to business needs

· Thorough knowledge and understanding of business principles, processes, and technology

· Strong teamwork and interpersonal skills

· Strong presentation skills, ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others and gains understanding

· Computer proficiency in Microsoft Office products (Excel, Outlook, PowerPoint, Word), experience with SalesForce.com a plus

Physical Requirements

· General office demands

· Up to 25% travel

Company Description
Specialty Networks, LLC brings together the functional expertise of UroGPO, PPS Analytics, Specialty Networks Consulting, and UroMSO to deliver innovative and meaningful solutions for the independent Urology community. The goals of Specialty Networks are to make significant positive impact on in-practice operational efficiencies, track how patients are treated clinically, and bridge the gap between industry and the urology community. Specialty Networks is continually exploring innovative ways to unite community urology practices toward one strong voice operationally, financially, clinically, and technologically. Specialty Networks is actively engaged in expanding operations beyond urology to other medical specialties including gastro-enterology, neurology, rheumatology and ophthalmology.

UroGPO (www.urogpo.us.com) is the preeminent urology specific Group Purchasing and Service Organization, comprised of more than 650 of the largest, most progressive independent urology practices in the country. The UroGPO membership footprint spans 49 states and includes more than 3,700 urologists.

PPS Analytics (www.ppsanalytics.com) is a data analytics business that provides actionable clinical and business intelligence to both medical practices and industry. Specialty Networks Consulting and UroMSO provide market intelligence and operational consulting as well as back-office support services to urology practices and industry partners.

Specialty Networks is a dynamic, high-growth company with a strong entrepreneurial culture and an exceptional history of creating valuable solutions for customers, growth opportunities for employees, and value for shareholders. The company headquarters is in Cleveland, Ohio with remote employees working in approximately 15 states.

Specialty Networks

Specialty Networks, LLC brings together the functional expertise of UroGPO, PPS Analytics, Specialty Networks Consulting, and UroMSO to deliver innovative and meaningful solutions for the independent Urology community. The goals of Specialty Networks are to make significant positive impact on in-practice operational efficiencies, track how patients are treated clinically, and bridge the gap between industry and the urology community. Specialty Networks is continually exploring innovative ways to unite community urology practices toward one strong voice operationally, financially, clinically, and technologically. Specialty Networks is actively engaged in expanding operations beyond urology to other medical specialties including gastro-enterology, neurology, rheumatology and ophthalmology. UroGPO (www.urogpo.us.com) is the preeminent urology specific Group Purchasing and Service Organization, comprised of more than 650 of the largest, most progressive independent urology practices in the country. The UroGPO membership footprint spans 49 states and includes more than 3,700 urologists. PPS Analytics (www.ppsanalytics.com) is a data analytics business that provides actionable clinical and business intelligence to both medical practices and industry. Specialty Networks Consulting and UroMSO provide market intelligence and operational consulting as well as back-office support services to urology practices and industry partners. Specialty Networks is a dynamic, high-growth company with a strong entrepreneurial culture and an exceptional history of creating valuable solutions for customers, growth opportunities for employees, and value for shareholders. The company headquarters is in Cleveland, Ohio with remote employees working in approximately 15 states.

Address

1250 Linda Street

Cleveland, OH
USA

Industry

Business

Website

View all jobs at Specialty Networks

What email should the hiring manager reach you at?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.